Service Level Agreement

SmartCallPro is operated by:

• KF Consulting s.r.o.
• Žirovnická 3133/6, Praha 10, 106 00, Czechia
• IČO: 09021680
• Email: compliance@smartcallpro.cz
• Website: https://smartcallpro.cz

This SLA applies to all clients using SmartCallPro's Smart Call Assistant service across all service tiers — Starter, Business, and Pro. Where specific commitments differ by tier, this is clearly indicated. This SLA covers the Smart Call Assistant service only and does not apply to third-party integrations, CRM systems, or any technology outside of SmartCallPro's direct control.

3.1 Uptime commitment

SmartCallPro commits to maintaining Smart Call Assistant service availability of at least:

Uptime is calculated on a rolling calendar month basis and excludes scheduled maintenance windows as defined in Section 3.3.

3.2 Uptime calculation

Uptime percentage is calculated as follows:

(Total minutes in month — minutes of unplanned downtime) / total minutes in month × 100

Downtime is defined as a period during which the Smart Call Assistant is completely unable to answer inbound calls due to a failure within SmartCallPro's systems. Degraded performance, increased call latency, or partial service interruptions do not constitute downtime for the purposes of this calculation unless they result in complete call failure.

3.3 Scheduled maintenance

SmartCallPro performs scheduled maintenance to update, improve, and secure its systems. Scheduled maintenance is carried out during low-traffic periods wherever possible, typically between 02:00 and 05:00 CET on weekdays.

Clients will be given at least forty-eight (48) hours advance notice of scheduled maintenance via email. Scheduled maintenance windows are excluded from uptime calculations.

3.4 Emergency maintenance

In the event of a critical security threat or system failure requiring immediate action, SmartCallPro may perform emergency maintenance without advance notice. SmartCallPro will notify affected clients as soon as reasonably practicable. Emergency maintenance periods of less than sixty (60) minutes are excluded from uptime calculations.

SmartCallPro commits to the following activation timelines from the date of signed Client Service Agreement and receipt of first payment:

Activation timelines are subject to the client providing complete and accurate configuration information, including business name, services, call handling instructions, and any integration details required. Delays caused by incomplete or inaccurate client information do not constitute a breach of this SLA.

5.1 Support channels and hours

Business hours are defined as Monday to Friday, 09:00 to 17:00 CET, excluding Czech public holidays. Support requests should be submitted to compliance@smartcallpro.cz or via the contact details provided to the client at onboarding.

5.2 Support scope

SmartCallPro's support covers:

• Issues with Smart Call Assistant availability or performance
• Script and configuration updates within the client's plan allowance
• Technical queries relating to the Smart Call Assistant service
• Integration issues within SmartCallPro's reasonable control
• Billing and account queries

SmartCallPro's support does not cover:

• Issues caused by third-party platforms, CRM systems, or integrations outside SmartCallPro's control
• Issues caused by incorrect or incomplete information provided by the client
• Training or general business advice unrelated to the Smart Call Assistant service
• Issues arising from the client's violation of the Acceptable Use Policy

5.3 Incident priority levels

SmartCallPro classifies support incidents by priority level as follows:

Response and resolution targets are measured during business hours except for P1 Critical incidents, which are measured on a 24/7 basis.

Script and configuration updates are included in the client's plan as follows:

Script update requests should be submitted in writing to the client's designated SmartCallPro contact. SmartCallPro will implement approved script updates within two (2) business days of receiving the complete and approved update request.

Additional script updates beyond the plan allowance may be available at SmartCallPro's discretion and may be subject to additional charges. Contact compliance@smartcallpro.cz for details.

7.1 Call reporting

SmartCallPro provides call reports to clients as follows:

7.2 Incident reporting

In the event of a P1 Critical or P2 High incident, SmartCallPro will provide the client with an incident report within five (5) business days of resolution. The report will include a summary of the incident, root cause where identified, duration of impact, and steps taken to prevent recurrence.

7.3 Uptime reporting

Pro tier clients may request a monthly uptime report upon written request to compliance@smartcallpro.cz. Uptime reports will be provided within five (5) business days of the request.

Where SmartCallPro fails to meet the uptime commitments set out in Section 3.1 in any given calendar month, the client may be eligible for a service credit as follows:

Conditions for service credits:

• Service credits must be requested in writing to compliance@smartcallpro.cz within fourteen (14) days of the end of the affected calendar month
• Credits are applied to the client's next invoice and are not paid in cash
• Credits are the client's sole remedy for failure to meet uptime commitments and do not affect any other rights under the Client Service Agreement
• Credits are not available where downtime is caused by scheduled maintenance, emergency maintenance under sixty (60) minutes, events outside SmartCallPro's reasonable control, or the client's own actions or omissions
• Credits are not available where the client is in breach of the Client Service Agreement or Acceptable Use Policy at the time of the incident

SmartCallPro is not liable under this SLA and no service credits will apply where service interruptions or failures are caused by:

• Events outside SmartCallPro's reasonable control, including telecommunications network failures, internet outages, acts of God, government actions, or other force majeure events
• Failure or degradation of third-party platforms, including VAPI, Telnyx, Make, or OpenAI, where such failure is beyond SmartCallPro's reasonable control
• The client's failure to provide accurate or complete configuration information
• The client's violation of the Acceptable Use Policy or Client Service Agreement
• Scheduled or emergency maintenance as defined in Section 3.3 and 3.4
• Actions taken by the client or third parties authorised by the client that affect service performance
• Circumstances where the client has not paid outstanding invoices within the payment terms set out in the Client Service Agreement

Pro tier clients are assigned a dedicated account manager who serves as their primary point of contact for all service-related matters. The dedicated account manager is responsible for:

• Overseeing the client's onboarding and service configuration
• Managing script updates and configuration changes
• Conducting monthly strategy calls with the client
• Proactively monitoring service performance and flagging issues
• Coordinating support escalations where required
• Providing monthly performance reports and recommendations

Monthly strategy calls are scheduled in advance and conducted via video call or telephone at a time agreed between the client and their account manager. A written summary of each strategy call will be provided to the client within three (3) business days of the call.

SmartCallPro reserves the right to amend this SLA at any time. Updated versions will be published at https://smartcallpro.cz with a revised effective date. Clients will be given thirty (30) days written notice of any material changes. Continued use of the service after the notice period constitutes acceptance of the updated SLA.

This SLA is governed by the laws of the Czech Republic. Any disputes arising from or in connection with this SLA shall be subject to the exclusive jurisdiction of the competent courts of the Czech Republic.

For all service-related queries, support requests, and SLA-related matters, please contact us:

• SmartCallPro — operated by KF Consulting s.r.o.
• Email: compliance@smartcallpro.cz
• Website: https://smartcallpro.cz
• Registered address: Žirovnická 3133/6, Praha 10, 106 00, Czechia
• IČO: 09021680